Refund policy

If something isn't right with your order, contact us first at hi@vyleneus.com. We reply within 1–2 business days and resolve most issues quickly.

30-Day Returns

You have 30 days from the delivery date to request a return, subject to the conditions and deadlines below. How we resolve it depends on the reason:

Wrong, damaged or defective item (our error): replacement or refund, and we cover return shipping. Wrong or damaged items must be reported within 72 hours of delivery.
Size: one-time size exchange per item under our Size Exchange Policy (detailed below). Returns for size issues are not eligible for cash refunds, and you cover return shipping.

All returns must be authorized in advance. Returns sent without authorization will not be accepted.

Return Conditions

To be eligible, items must be:

Unworn and unwashed, in the same condition you received them, with no signs of use on the soles.
With all original tags attached.
In the original shoe box. Items returned without the original box, or with a damaged box, are subject to a 15% restocking fee (not applied when the return is due to our error).

Items damaged by misuse or negligence are not eligible. Returns that don't meet these conditions will not be refunded and may be sent back to you at your expense.

Size Exchange Policy

Size charts are provided on every product page, and choosing the correct size is the customer's responsibility. Returns for size issues are not eligible for cash refunds, but we offer a one-time size exchange per item.

Here is how the size exchange process works:

You request an exchange by contacting us at hi@vyleneus .com and cover the return shipping costs to send the item back to our warehouse.
Once the returned item is received, inspected, and approved under our return conditions, we issue a store credit for the item’s value minus a $25 exchange fee (which covers restocking and administrative processing).
You use this store credit to place a new order for your replacement pair in the correct size.

Returns and exchanges for personal preference (color, style, or material) are not accepted when the item matches the photos and description on our website.

If the item's measurements don't match our published size chart, we treat it as our error, and it is eligible for a full refund.

Wrong, Damaged or Defective Items

Please inspect your order as soon as it arrives.

Wrong or damaged items: contact us within 72 hours of delivery.
Manufacturing defects: contact us within 30 days of delivery.

Include your order number and clear photos of the item, the box and the shipping label. Once confirmed, we will send a replacement or issue a full or partial refund. If we need the item back, we cover the return shipping. Normal wear and tear and damage caused by misuse are not defects.

How to Start a Return

Email hi@vyleneus .com within 30 days of delivery with your order number, the reason for the return and clear photos of the item (soles, tags and box).
We reply within 1–2 business days. If approved, you'll receive a Return Authorization number (RA#) and the return address.
Ship the item within 7 days of receiving your RA#, with a tracking number, and write your RA# on the package.

Returns sent without an RA#, without tracking or to a different address will not be accepted. We are not responsible for returns lost in transit.

Non-Returnable Items

Worn, washed or used items, or items with tags removed.
Items marked "Final Sale" on the product page (returnable only in case of our error).
Gift cards.

Shipping Costs

Return shipping is the customer's responsibility, unless the return is due to our error (wrong, damaged or defective item). For returns, original shipping charges are non-refundable, except in case of our error.

Order Cancellation

Within 24 hours of purchase: cancel free of charge, as long as the order hasn't shipped.
After 24 hours, before shipping: cancel for full store credit, or for a refund minus a $25 processing fee.
After shipping: the order can no longer be cancelled. Once it arrives, you can request a return under this policy.

Refusing a delivery is not a cancellation. Refused or unclaimed packages are treated as returns under this policy once they arrive back at our warehouse.

Refunds

We'll email you once your return is received and inspected, confirming whether it was approved.

Approved refunds go to your original payment method within 7 business days. Store credit is sent to your email as a gift card within the same period.
Applicable fees (restocking, exchange or cancellation) are deducted from the amount.
After we issue a refund, your bank may take 5–10 business days to post it. If you don't see it after 10 business days, contact us before contacting your bank. We'll send you the refund reference number (ARN) so your bank can locate it.

Delivery Confirmation

An order is considered delivered when the carrier's tracking shows "Delivered" at the address provided at checkout. Please make sure your address is correct. We are not responsible for orders delivered to an incorrect address provided by the customer.

If tracking shows "Delivered" but you can't find your package, check with neighbors, your building's front desk and the carrier, then contact us within 7 days of the delivery date.

Contact Us Before Your Bank

If there is any issue with your order, contacting us is the fastest way to resolve it. Once a dispute is opened with your bank, the case follows the bank's process, which usually takes much longer.

If a dispute is opened, we will provide your bank with the full documentation of your order. This includes your acceptance of this policy at checkout, tracking and delivery confirmation, and all our communications. We reserve the right to decline future orders from customers who open disputes without contacting us first.

European Union 14-Day Cooling-Off Period

Notwithstanding the terms outlined above, if merchandise is being shipped into the European Union, customers have the right to cancel or return their order within 14 days of receipt for any reason and without justification. To be eligible for return under this clause, the item must remain in its original condition: unworn or unused, with all original tags attached, and in its original packaging along with proof of purchase.